01-11-2006, 06:11 PM
After much discussion w/ a couple of techs at MacMall, I left the machine there and contacted AppleCare the next day to straighten out the registration and warranty issues, which based upon my paperwork, I didn’t foresee as a major problem…
AppleCare guy says CUSA has to “update” the registration database for Apple products they sell, which was also part of story I received at MacMall. AppleCare guy also requests I fax copies of paperwork to them so that they can get started on updating registration and warranty from their end, though is emphatic that CUSA process should be faster, and that I should pursue both avenues simultaneously. So, I fax the paperwork to AppleCare on Dec 6th, trot down to CUSA the next day w/ the paperwork, and have a little one-on-one w/ the manager.
The manager tells me that there is “no problem”, and that they will happily fix whatever is wrong w/ the machine. I explain to him that the machine is sitting at MacMall, as I am physically handicapped, and schlepping the machine around is not a viable option. A machine w/ AppleCare should be able to be repaired by any authorized Apple repair dealer; the manager agrees. I tell him that both AppleCare and MacMall told me that CUSA should be able to update the registration and warranty info, since they sold the computer originally, but the manager claims that he cannot do this, and again volunteers only to fix the computer in-house, or to confirm the sale by phone to MacMall, or other authorized Apple service provider. He also had the assistant manager print me out a copy of a “duplicate” invoice from CUSA’s online database.
I checked back again w/ MacMall, and as suspected, CUSA calling them does not impact their ability to obtain proper coverage from Apple, so I am again referred back to AppleCare. Since they had previously told me it would take 5 to 7 business days, minimum, for my faxed paperwork to get through channels, I waited a few more days then called AppleCare back. As would be expected, my concern was growing, and…
The saga continues in AppleCare Hell; Part IV
AppleCare guy says CUSA has to “update” the registration database for Apple products they sell, which was also part of story I received at MacMall. AppleCare guy also requests I fax copies of paperwork to them so that they can get started on updating registration and warranty from their end, though is emphatic that CUSA process should be faster, and that I should pursue both avenues simultaneously. So, I fax the paperwork to AppleCare on Dec 6th, trot down to CUSA the next day w/ the paperwork, and have a little one-on-one w/ the manager.
The manager tells me that there is “no problem”, and that they will happily fix whatever is wrong w/ the machine. I explain to him that the machine is sitting at MacMall, as I am physically handicapped, and schlepping the machine around is not a viable option. A machine w/ AppleCare should be able to be repaired by any authorized Apple repair dealer; the manager agrees. I tell him that both AppleCare and MacMall told me that CUSA should be able to update the registration and warranty info, since they sold the computer originally, but the manager claims that he cannot do this, and again volunteers only to fix the computer in-house, or to confirm the sale by phone to MacMall, or other authorized Apple service provider. He also had the assistant manager print me out a copy of a “duplicate” invoice from CUSA’s online database.
I checked back again w/ MacMall, and as suspected, CUSA calling them does not impact their ability to obtain proper coverage from Apple, so I am again referred back to AppleCare. Since they had previously told me it would take 5 to 7 business days, minimum, for my faxed paperwork to get through channels, I waited a few more days then called AppleCare back. As would be expected, my concern was growing, and…
The saga continues in AppleCare Hell; Part IV
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